Receptionists carry a lot of responsibility on their shoulders (they are the first point of contact with your company, after all) and quite often this isn’t recognised by many employers or fellow employees. Just a receptionist? NO, more like superhero!

Being active in the business world we often see, time and again, just how vital these people are to the success of our businesses.

It's not just answering the phone... It's also handling detailed admin duties, and organise refreshments and stationery, and handle incoming visitors, and cope with angry or confused customers, and avoid dropping calls from multiple lines ringing simultaneously, and remain cool, calm and collected???

Yup - re-read that paragraph. We meet many delegates on our Frontline courses who are doing just that and more, and all the while without any professional training - because anyone can answer a few calls, can't they?


For some time now, I've been getting the impression that employers have begun to realise just how important the person who answers the phones, actually is to the smooth running of their organisation.


Many tend to think "anyone can do this job" and don't think of the importance of training anyone being employed in the position of receptionist... And I don't mean training in the sense of familiarising them with the procedures etc. I mean really equipping them for the position and giving them all the tools and knowledge they need to excel in their job!

Well, once we really explore what's required of a Frontline person, (note I have renamed them), the delegates begin to understand what is expected of them and how they can go about achieving it effectively. I have come to believe that not everyone can be a frontline person, certainly not without proper instruction. It takes a special set of very specific qualities and skills, and these need to be taught and practised. It's simply not sound business sense to place someone in a position where they speak to your customers, if you haven't ensured they're thoroughly professional and skilled at what they do.

If you have grasped the full importance of having the correct person fronting your company, you'll immediately have more respect for them and spend time and money upgrading them to be the best they possibly can.

Give us a call or check out our website for details of our Frontline courses .

Staff Training is a soft skills training provider. Contact us at 0861 996 660.

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